Refund & Return Policy
We want you and your pet to be happy with every order. This policy explains how returns, refunds and cancellations work. Nessie Pets works with a dropshipping model: products are shipped directly by our suppliers, so returns must always be arranged with us first.
Return window
You have 14 calendar days from the day you receive your order to tell us that you want to return an item. After you contact us, we will confirm the return instructions you must follow.
Contact us before returning anything
Do not send any item back before contacting us. Because each product may be shipped from a different supplier, the correct return address depends on the item. Write to info@nessiepets.com with your order number and, if the item is damaged or incorrect, photos of the product and its packaging. Returns sent without prior confirmation cannot be processed or refunded.
Condition of returned items
Items must be returned unused, in their original condition and with their original packaging and accessories, unless the item arrived damaged, defective or incorrect.
Items that cannot be returned
For hygiene and safety reasons, some items cannot be returned once opened or used, and personalized or made-to-order items cannot be returned unless they are faulty. We will tell you if this applies to your item when you contact us.
Return shipping costs
Return shipping costs are not automatically covered. If your item arrived damaged, defective or incorrect, we cover the cost of the return or send a replacement at no extra cost. For returns for any other reason, such as a change of mind, the return shipping cost is paid by the customer. We will confirm the exact costs before you send anything back.
Damaged, defective or incorrect items
Contact us as soon as possible after delivery, with photos of the item and the packaging. We will arrange a replacement or a refund once we have reviewed the case with our supplier.
Refunds
Once your return has been received and checked, we will confirm your refund by email. Refunds are issued to the original payment method used at checkout. The time it takes for the money to appear in your account depends on your bank or payment provider.
Order cancellations and changes
If you need to cancel or change an order, contact us as soon as possible. Once an order has been sent to our supplier for fulfillment, it can no longer be cancelled or modified, and it will need to be handled as a return after delivery.
Lost or undelivered orders
If your tracking shows no progress or your order does not arrive, contact us and we will investigate with the supplier and the shipping provider before agreeing on a replacement or a refund.
Contact
All return and refund requests start with an email to info@nessiepets.com. Support is available Monday to Sunday, 9:00 AM - 10:00 PM.